Telephonic Care Navigator
About The Position
The Telephonic Care Navigator conducts outreach to DSNP/CSNP members by auto-dialer, manual calls, and inbound calls. The role educates members about gaps in care and helps close those gaps, including scheduling provider appointments, ensuring access to a primary care provider, and connecting members with community resources to address social determinants of health. Navigators are expected to follow program guidelines, meet quality and performance metrics, provide excellent service to members and providers, maintain schedule adherence and attendance, and protect confidential health information in accordance with HIPAA and applicable state and federal regulations. This is a full-time remote position for employees residing in New York, with Monday–Friday schedules. Employees must be flexible to work an eight-hour shift during normal business hours of 9:00 a.m.–5:30 p.m. local time; occasional overtime may be required. Training consists of two weeks in the classroom and two weeks of on-the-job training/precepting, scheduled 9:00 a.m.–5:30 p.m. EST. Employees must attend the full four-week training period, and time-off requests will not be accommodated during training. Remote employees must have a private, dedicated work area, secure company-sensitive documents, and use a wired, approved high-speed internet connection meeting the stated minimum speed requirements. Remote work is subject to UnitedHealth Group’s Telecommuter Policy.
Requirements
- High school diploma/GED or equivalent work experience.
- Must be at least 18 years old.
- At least 1 year of call center and/or telephonic customer service experience.
- At least 1 year of professional office experience using the telephone and computer as the primary instruments for job duties.
- At least 1 year of healthcare/insurance experience and/or social work, community outreach, or advocacy experience.
- At least 1 year of experience analyzing and solving customer problems.
- Experience using Microsoft Word to edit, create, and save documents; Microsoft Excel to sort and filter data; and Microsoft Outlook for email, folders, attachments, and calendaring.
- Ability to work from home with access to high-speed broadband.
- Ability to attend 100% of the four-week training period; time-off requests will not be accommodated during training.
- Ability to work full-time, Monday through Friday, with flexibility to work an eight-hour shift during normal business hours of 9:00 a.m.–5:30 p.m. local time; occasional overtime may be necessary.
- Must reside in New York.
- Ability to keep company-sensitive documents secure, if applicable.
- Must have a dedicated work area separated from other living areas that provides information privacy.
- Must have access to a UnitedHealth Group-approved high-speed internet connection or existing wired cable, DSL, or fiber service with minimum speeds of 25 Mbps download and 10–15 Mbps upload; satellite, hotspot, and line-of-sight antenna wireless services are not permitted.
- Must be comfortable maintaining departmental metrics and goals.
- Must be comfortable working on the phone and using multiple computer systems simultaneously while assisting members.
- Must be comfortable conducting outreach to members without prior engagement.
- Excellent organizational skills.
- Telephone etiquette.
Nice To Haves
- Education in social work, public health, or a related field.
- Medicaid and/or Medicare experience.
- Experience working with medical terminology.
- Fluency in English and Spanish or another language.
Responsibilities
- Complete telephonic outreach to DSNP/CSNP members through auto-dialer, manual, and inbound calls.
- Educate members about gaps in care and assist with closing those gaps, including scheduling provider appointments.
- Assist members with social determinants of health and connect them with community resources.
- Ensure members have access to a primary care provider.
- Conduct outreach in accordance with program guidelines.
- Consistently meet quality and performance metrics.
- Provide excellent customer service to members and providers.
- Maintain schedule adherence and good attendance.
- Maintain confidential health information according to state and federal regulations, including HIPAA.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase.
- 401(k) contribution.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
